CCR 1.0 User Guide Page 195
15-601130 Issue 1k (22 May 2009)IP Office
Glossary: Average Wait Time [Statistic]
9.23 Average Wait Time [Statistic]
· This statistic is only available for queues.
· Average waiting time of calls.
· It includes calls overflowed from the queue but not calls that overflowed to the queue. It does not include calls that
overflow to a non-IP Office Customer Call Reporter hunt group.
This agent state is reported when the agent answers and is connected to a call to a queue of which they are a member.
9.25 Busy Alt-Queue [Agent State]
This agent state is reported when, while viewing the agent's status in one queue of which they are a member, the agent
is connected to a call belonging to another queue of which they are a member. It is also used when the agent is
connected to a call that has overflowed from a queue.
9.26 Busy Not Available [Agent State]
This agent state indicates that the agent is not available to receive calls while they perform a non-call related activity
such as attending a meeting. This state can be selected by an agent using the DND or SAC button on their phone, see
Agent Phone Controls . This also requires the agent to select one of the reason codes displayed on their phone to
indicate the reason they are going into the Busy Not Available state.
If this state is enabled while a queue call is being presented, the call will go to the next available agent and cause the
No Answer statistic for the agent and queue to be incremented.
9.27 Busy Not Available [Statistic]
· This statistic is only available for queues.
· It shows the total number of agents in the queue who have currently indicated they are Busy Not Available .
· Busy Not Available is a state selected by an agent when they need to stop receiving queue calls in order to do some
non-call related activity.
9.28 Busy Non-Queue [Agent State]
This agent state is reported when the agent answers a call that wasn't targeted to the queue to which they belong. It is
also reported when an agent makes a call.
Busy Wrap Up is an agent state used by the IP Office CCC application. It is not supported by IP Office Customer
Call Reporter. The equivalent state for IP Office IP Office Customer Call Reporteris to report the agent as Present when
their memberships of all the groups to which they belong are all disabled.
This is different from Wrap Up .
The IP Office supports a number of features that allow agents to pickup calls ringing in a queue.
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